Operational Efficiency Specialist

2 days ago

Bareilly, Uttar Pradesh, India beBeeOptimization Full time ₹ 80,00,000 - ₹ 1,20,00,000
Job Title: Operational Efficiency Specialist

This role is responsible for monitoring and ensuring operational efficiency of all day-to-day dialer campaign operations, achieving daily contact objectives for clients through the utilization of best practices and software tools to maximize campaign productivity and achieve optimum performance results.

  • Strategies will be designed around contact center technology solutions and Omni-Channel Automatic Call Distribution (ACD) technology on cloud-based platforms such as Bright Pattern, Five9, Cisco, etc.
  • The candidate should be able to help design dialer agent scripting, disposition, and reporting solutions. Dialer CRM integration and support may be required.
  • Collaboration with the Business Development team and Client Services team on technology solutions.
  • Performance and efficiencies will be monitored, providing recommendations for improvements.
  • Documentation of all work with systems and servers which you have contact responsibility.
  • Documenting and assisting in implementing new programs and passing on to sustaining operations.
  • Monitoring and supporting Outbound Agents' performance in running day-to-day Dialer campaigns and building Dialer strategy operational knowledge.
  • Offering real-time support to team leaders, managers, and stakeholders to maximize agent performance and achieve outbound call objectives.
  • Developing, building, supporting, and implementing Everise/Client dialer strategies that encompass business objectives, business rules, and all dialing compliance through effective use of the on-cloud Bright Pattern Dialing software platform, SQL coding, and Office analytics to ensure optimal campaign efficiency and meet/exceed client-mandated KPI's for up to 300 Outbound Agents across multiple campaigns/client projects.
  • Collaborating and assisting App Dev / BI Reporting team to build, maintain, audit, and monitor standard and custom dialer reports. Using internal and client-driven performance and analytical KPI's, developing and maintaining said reporting to communicate compliance and performance to all levels of the business.
  • Providing procedural/technology solutions to business problems regarding agent productivity, call compliance, and campaign performance optimization.
  • Analyzing data and system performance to identify trends, risks, and possible improvements, providing expert (best practices) technical direction to all Outbound Dialer related projects.

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